1st / 2nd Line Support Analyst

Service Desk Engineer (1st & 2nd Line Support)
NW London (West Hampstead)
£25 – £30,000p/a

Our client who is a stable and growing IT Managed Services Company based in NW London are currently looking to expand the team with the recruit of a 1st & 2nd Line Helpdesk Engineer. The role will be to provide an effective response to customer support calls and service requests and to deliver quality resolutions in accordance to contracted SLA’s.

Key Responsibilities / Duties

• Provide telephone support to customers and deliver effective solutions to them.
• Keep customers informed in a professional manner ensuring accuracy of detail
• Take ownership of the calls that you deal with, keeping customers informed of progress
• Escalate problems in a timely manner and provide appropriate information to allow for problem resolution. Provide out of hours support (on rota basis) for customers providing troubleshooting, please apply -site support as and when required.
• Accurately record time activity and submit weekly timesheets in line with the time procedures.
• Accurately record all customer communications using the appropriate service desk software application
• Manage allocated routine administration tasks to agreed schedules and procedures.
• Report any changes needed to system related documentation to the systems team.
• Escalate any issues with the core infrastructure services for customers following the standard escalation procedure.
• Provide on-site customer services such as audits and installations as and when required
• Adhere to network security access protocols to protect against unauthorised access
• Undertake project work as assigned
• Escalate and manage tickets for all 3rd line party contracts where appropriate.

Technical Knowledge / Person Specification

• Strong understanding and working knowledge of previous and current MS Desktop applications
• Knowledge of Routers, Firewalls, Switches, VPN Devices & Wireless.
• Awareness of networking technologies
• Understanding of the Citrix and VMware technologies
• Understanding of Blackberry Enterprise Server and other Smartphone technologies
• Good understanding of AV technologies and experience of their administration
• Strong understand and working knowledge of Active Directory, exchange mailbox administration, DNS, group policies and domain controllers.
• Strong understanding of NTFS and share permissions on previous/current MS Windows Server environments
• Single file restore from back-up’s
• Experience of ConnetWise, N-Able
• Working knowledge of Mac OS
• At least two MCP’s and potentially studying for more
• Network + & A+
• ITIL, CCNA & CCA is Desirable.
• Excellent customer service skills from a similar background
• Excellent verbal, written and spoken communication skills
• Excellent problem solving ability, time management and multi-tasking skills